FAQ

  • Shipping Info

    We ship only in the USA. We do not ship outside USA as we are unable to guarantee delivery nor predict what restrictions and import duty or fees may be added on upon arrival in various countries.


    Shipping Charges   For delivery of your packages, Malincho International uses the services of UPS and in most cases UPS Ground.


     


    What does affect shipping prices?


    Shipping Prices depend on: • The weight of the package & • The delivery address


     


    How the weight of the package is determined and what does UPS weight mean?


    The weight of the package is determined by increasing the gross weight of the products with certain percentage for extra cushioning and packaging and the result we call UPS weight.



    Why does the tracking number provide “Billing Information Received”?


    A tracking number will be sent to our customer via email once the package has been printed and scanned by our carrier. Due to the process it is possible that your item might have a 1-2 days tracking number information. Here are a few possibilities as to why the tracking information displays “Billing Information Received.”
    1. The shipping label has printed but order as not been shipped. In this case your order is in process of packaging but has not been scanned at the carrier’s station. Your item will be shipped on the next business day.
    2. Package has been processed and shipped:  Due to the varying times of purchased (like midnight) and volume of shipments Malincho.com processes every day, our staff will not be able ship your package until the next day. However you can be assured your label will be printed and scanned by our shipping carrier’s system as soon as possible.
    * If the shipping company miss-scanned the shipping label of the package at the facility. While our carried updated their information daily, when the packages gets to our carrier facility, all the label will be updated to their system. When the label is miss-scanned at the facility and after their updated, their website will post the item tracking number as “Billing Information Received”. While your tracking number still show “Billing Information Received”, that does not mean that your item has not been shipped. At times the package was miss-scanned and the item is being shipped to the destination. In order for the tracking number to be updated by the carrier, the item will need to reach the destination facility to be scanned again. The tracking number will e updated there, this process will normally take 2-5 business days depending the distance of the destination.With delays our team recommends that you wait 2-3 business days for further updates of the tracking information. However if there is still no information after this time, you should contact us for the most up to date information. If you have any other Malincho.com tracking related question, send us email or give us a call, our customer service team is hopeful that we can assist.
    Holiday Season There is a 50% increase in order and mail volume during Holiday season and this can impact processing and shipping. December is our busiest month.

  • Return and Refund Policy

    RETURN and REFUND POLICY:


    We stand 100% behind the satisfaction of our customers!


    If for some reason you are not satisfied with your order, please call Malincho.com customer service within 72 hours of receipt at 609-677-6090 or e-mail us at malincho@malincho.com. You may return it within 7 days after discussing it with Malincho.com customer service representative. The shipping costs for return items are paid by the customers.


    DAMAGED PRODUCTS:


    We do understand that sometimes product gets damaged in transit. If this is the case, please contact us within 72 hours of receipt of the delivery. Please document this with photos. Refund will be issued within a week.


    WRONG PRODUCTS:


    If you received a wrong item, please check the invoice that came with your order first. If it has been found that you received the wrong product then, please contact us within 72 hours of receipt of the delivery. We will guide you through the process to receive the correct one.


    Please note: Please do not open the product packaging of the incorrect item as we cannot process any return/exchange for opened items even if it is an incorrect item. Any claims after the 72 hour time-frame shall not be honored. Replacement packages are shipped using the same shipping method as original method selected on the order - expedited shipping option costs are the responsibility of the customer.


     


    EXPIRED PRODUCTS:


    With the use of our inventory system and our packing specialists, Malincho.com works hard to ensure that no expired/out-dated products are shipped to customers. Malincho.com maintains and upholds a quality guarantee on the products that are shipped to our customers. If in the case you receive an expired product, please contact us immediately!


    Please note:


    If you receive an expired item, you must notify us within 72 hours of receiving the   package. Please do not open the packaging of the incorrect item as we cannot   process a return/exchange for opened items even if they are received expired.  Any claims after the 72 hour time-frame shall be void. Customer may be   asked to supply evidence of expired product(s) and/or to ship the product   back to us. Replacement packages are shipped using the same shipping method as original method selected on the order - expedited shipping option costs are the responsibility of the customer. 


     


    MISSING PRODUCTS: 


    Malincho.com package will contain all in-stock   items that were purchased - please note that you may   receive multiple packages for one order. Please report   shortages upon receipt of the delivered package. Items that are temporarily   out of stock will automatically be refunded within a week. If there are any   missing items from the package, you will need to contact customer service   within 72 hours of receiving the package.


     Please   note: If you are missing an item, you must notify Malincho.com within 72   hours of receiving the package. Any claims after the 72 hour time-frame may not be processed.  Replacement packages are shipped using the same shipping method as original method selected on the order - expedited shipping option costs are the responsibility of the customer.


     


    Warm Weather Shipping Policy - Please read carefully!


    During the hot summer months, Malincho.com strongly recommends that all perishable items be shipped via an expedited shipping method. Expedited orders (2 day air or overnight) will be packed with reusable ice packs and insulation at no additional charge. Malincho.com is not responsible for damage of perishable items during shipping, unless an expedited shipping method is chosen.


     


    Thank you!


    Malincho.com